Chance Hill Casino - Unfair confiscation based on ridiculous reason

posted on June 10, 2016.

Got some situation on chance hill casino what made me very disappointed.
Yesterday i decided to choose some new casino for me,cuz my favorites casinos was eating all my deposits,so wanted to try something new. I got here on askgamblers site to choose casino with a first deposit bonus what is not restricted in portugal (cuz lots of casinos are restricted here), first on list of casinos with first deposit bonus was chance hill casino,i passed with askgamblers referal link, saw a platform from softswiss and i really like it,made my first deposit 45 euros from skrill wallet,got bonus of 45 more,contacted support he kindly provided me information of restricted games and terms and conditions. After end of waggering i won 450 euros and put them to cashout, uploaded my document,skrill information and screen of deposit. Passed 4 hours i joined to casino to see how my cashout is going,but saw it declined. Obviously contacted support from live chat to ask what is a reason of that.
Here comes the problem,he told me:

Nicolai, I'm sorry but your withdrawal cannot be processed due to nationality issues. Our terms don't allow Russian(Moldavian) players to receive bonuses. The system issued it automatically as you appeared to play from Portugal, but your account hasn't passed the verification process. Therefore your winnings will be forfeited and initial deposit returned. I apologise for the inconvenience and if you have any further doubts, you may ask them directly to me or to our verification team at [email protected]

Lets see what terms and conditions says:
Players from the following countries are bonus restricted (unless given a special promotion or otherwise stated): Spain, France, Italy, USA, Poland, Ukraine, Russian Federation, Belarus, Bulgaria, Croatia, Czeck Republic, Estonia, Greece, Slovakia, Slovenia, Serbia, Latvia, Lithuania, Macedonia, Moldova, Bosnia and Herzegovina, Albania, Hungary and Romania.

I got really shocked cuz never had problem like that. So i uploaded document my portuguese residence,there are typed what is my nationality is moldavian. Im playing from portuguese ip,provided my portuguese document there are typed my adress where im living,my skrill is verified with vip bronze status with a same residencials as on document, im receiving bills on this adress as well. Im sorry but does this mean what im player from moldova? The document clearly shows what im portuguese resident. And nationality doesnt means what im player from moldova.
Im registered in lots of casinos and provided this document for verification and nobody told me what we saw what you have moldavian nationality,so now we gonna change your personal details and put your country as moldova lol,in all casinos im a portuguese costumer.

posted on June 13, 2016.

Hey Nicolai,

First of all, I'm sorry that you this has ended in a complaint. This means that the player is unhappy, which is far from what we'd like to achieve. I'd also like to take the chance to thank you for your politeness through chat.

As I explained, our terms are non-negotiable, and therefore there is little we can do in this situation. As you kindly posted, our terms state that players with Russian or Moldovan nationalities are not bonus eligible due to the immense amount of bonus abuse that we have received from these countries in the past, specifically through Skrill and Neteller.

I'm afraid there's little I can do except apologise for the inconvenience. The system did not detect your Moldovan nationality automatically, so you were not restricted from the bonus. However, we require our players to read and agree to our terms on sign up.

Have a nice day and please feel free to request any information.


posted on June 13, 2016.

Hi again,thanks for answer!
Can you please provide me exactly information from your terms and conditions where says any word about nationality? It says: Players from the following countries.
About nationality is invented by you..
Im 100% honest player,i never broke any casino rules,i always read terms and conditions before start to play,this is why i contacted you through live chat to ask kind of information to avoid any kind of possible problems.
Be sure,if you had clear explanation of this terms(about nationality) i shouldn't deposit at all.
But you have "Players from the following countries",my country - Portugal ,i provided you a document what clearly confirms that,i'm living here,i have my house,im paying bills.Your system detected me as portuguese costumer as well. So i don't see any single part of your rules what is broken by me.
This phrase is very curious "The system did not detect your Moldovan nationality automatically". System can't detect nationality of players.
Thanks and sorry for taking your time,im just trying to find the truth.

posted on June 15, 2016.

Hey Nicolai!

With the automatic detection, I meant that you signed up as Portuguese in our site, so the system issued the bonus. Since documents weren't uploaded until after playing, we had no way of warning you about the nationality. I believe you spoke with me through chat before playing and I sent you a link to our bonus terms and conditions.

Thank you for your time, we will now speak with the AskGamblers team to provide any documentation they might need.

Have a nice day Nicolai,

posted on June 18, 2016.

Dear Chance Hill Casino,

Can you please present evidence and terms to back your statement regarding this case. Please send them to [email protected] Thank you for your cooperation.

posted on June 20, 2016.

Thank you AskGamblers. It will be sent in the following hours.

posted on June 21, 2016.

Dear Nicolai,

Chance Hill has decided to process your withdrawal. I would also like to take the chance to thank you for your kindness and respect at all times, as well as for your feedback. It's always nicer to treat matters this way :)

We have revised our terms in order to avoid any ambiguity that may have led to the confusion.

Please request your withdrawal.

Have a nice day!

posted on June 21, 2016.

PS. You will also find some wager-free spins waiting in your account to make up for the inconvenience

posted on June 21, 2016.

Thank you very much dear Chance Hill Casino, this is very amazing new :) also thanks for your little gift!
Wish you the best of luck in your improvement :) It was good lesson for me as well.
I'd like to thank askgamblers team as well :)
Waiting for withdraw now,guess complaint can be closed.

posted on June 21, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.